Complaints

This profile includes complaints for Otero Brothers Roofing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Otero Brothers Roofing, Inc. has 2 locations, listed below.

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  Otero Brothers Roofing, Inc.

  PO Box 12217 Albuquerque, NM 87195-0217

  
• 

  Otero Brothers Roofing, Inc.

  3120 Bridge Blvd SW Albuquerque, NM 87121-3333

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9, 2024, a crew from Otero Brothers performed a no-cost inspection of the tile roof on our house. They reported to me that there were cracks in seals around pipes and loose tiles that needed to be fastened, and they showed me photographs of the cracked seals. They gave me a quote, *****, to repair the problems at a cost of $1,500 and requested a deposit of $250. I paid that deposit. Shortly after that I learned that multiple neighbors had had the same inspection by Otero Brothers and all had been told the exact same story. Each of them had another inspection by some other company and in each case were told there were no problems. On hearing that, I had another company look at our roof and was told there were no problems and the roof is in fine condition. On about December 18, I called Otero to request a request a refund of my deposit. I was told that the deposit is non-refundable. I responded that that was not acceptable and the person I spoke to said she would speak to the owner. After Christmas I called and spoke to the same person who told me that I would be paid but that there was a delay due to the holidays. I have not heard from them since. About the supposedly non-refundable deposit. On the quote I was given is the sentence "Subject to the terms and conditions shown on the reverse side ...". However, the reverse side of my quote is blank. At the bottom of the quote page is this additional sentence "...subject to the terms and conditions of this proposal-contract, including those in our Construction Contract Agreement." I was not given or shown a copy of their Construction Contract Agreement. I want my money back!

  Business Response

  Date: 03/03/2025

  Good morning, *********

  
  I appreciate the opportunity to respond to this complaint and apologize in my delayed response as an unexpected medical leave came about for myself.
  Our records indicate that the customer agreed to have Otero Brothers Roofing perform work on their roof and signed a contract, which required a non-refundable deposit of $250 which was expressed to the customer through our estimator. This deposit secures the customer’s place in our schedule and covers initial administrative costs associated with planning and preparing for the job- which had already taken place prior to their cancellation.
  That being said, we understand the customer’s frustration and, as an exception to our standard policy, we agreed to issue a refund. Unfortunately, the refund process was delayed due to our office relocation during the time their job was scheduled. Despite these delays, we want to assure both the BBB and the customer that the refund is being processed.
  We apologize for any inconvenience this situation may have caused and appreciate the opportunity to resolve the matter. Please let us know if further clarification is needed.
  
  Thank you,
  ****** *****

  Customer Answer

  Date: 03/14/2025

  Complaint: ********
  
  
  
  I am provisionally rejecting this response because:

  1)  The claim that the estimator informed me that the deposit was non-refundable is a lie.

  2) The first time I requested a refund the person I spoke to said she would pass the request onto the owner.  A week later when I called and asked for the status of the request the same person told me the deposit would be returned but is delayed because of the holidays (it was the end of December).  After a month of waiting in vain for that check, I filed a complaint with the BBB.  Now Otero Brothers is claiming a delay due to "office relocation".  From my perspective, Otero Brothers has shown a history of stalling, including ignoring BBB's initial contact with them, and excuses shifting from "holidays" to "office relocation".  If they think I'll give up and just go away, they are dead wrong.  If I do not receive that refund promptly, my next stop is the New Mexico Attorney General's Office of Consumer Protection
  
  
  Regards,
  
  
  
  ******* *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/14/2025

  We respectfully acknowledge *** ********* response, though we disagree with his characterization of events. As stated previously, our standard policy requires a non-refundable deposit for scheduling work. However, as a courtesy, we made an exception and agreed to issue his refund.
  The delay in processing the refund was due to multiple factors, including the holiday season and our office relocation (December/January). While we understand his frustration, we have upheld our commitment and his refund has already been mailed. We kindly ask for patience as it arrives.
  At this point, we consider the matter resolved. We are running a business and have numerous clients to serve. We respectfully request that further communication remain professional and that all parties allow reasonable time for the refund to be received.